The CX Pod focuses on innovations happening within the world of customer experience, and there's no other innovation more important than AI. So rather than just talk about AI as a concept, we are going to provide some real examples and use AI within this podcast.
This is the first of our AI produced podcasts that summarize and provide context to our Customer Strategist Journal content, and more.
We'll be...
When economic headwinds arise and the future is uncertain, many brands quickly look to cut spending – and the contact center becomes the main target. Often viewed as a cost center, the contact center often seems like the easiest place to cut expenses – but that can be a costly mistake.
Customer experience (CX) suffers when handle times grow and resolution rates drop, so brands must consider: is it worth...
Timeshare companies sometimes get a bad rap as not being particularly customer centric. Many consumers associate them with high-pressure sales tactics meant to feed...
Traditional quality assurance (QA) tools have always had limitations. They typically capture less than 3% of interactions, which means there’s no way they can’t...
